Refund policy

Refund Policy

We want every order to go well. This policy explains when you can cancel and when you can get a refund.

Cancel before a Sherpa accepts your order

You can cancel your order for a full refund at any time until a Sherpa accepts it. Use the cancel option on your private order page or our contact page.

After a Sherpa accepts your order

Once a Sherpa accepts your order, you can no longer cancel it yourself. Our team can still review any request and can cancel, refund, reschedule or reassign an order at any time.

If we cannot complete your order

If we cannot deliver your order as described, we will offer to reschedule it, reassign it or refund the part that was not delivered, whichever you prefer.

Review window

When your order is marked complete you have 48 hours to tell us about any problem. After that window, the order is treated as accepted.

What is not covered

We cannot refund the cost of actions Bungie takes against an account, and we cannot refund in-game results such as specific drops, because these are outside our control. Missed sessions caused by the customer may be rescheduled but are not automatically refunded.

How refunds are paid

Approved refunds go back to your original payment method. Timing depends on your bank or payment provider.